CSM Magazine

MAY 30, 2017

Your ultimate resource to the key CX investment areas for 2017 and how to make the most from your vendor partnerships. There is no denying that in 2017 for organisations to stay ahead of their competitors and differentiate themselves within the market, they need to focus on providing an excellent customer experience.

Customer Journeys 40

Customer Journeys Customer Experience ROI Report 40

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1.

Customer Experience 51

Customer Experience Self Service Return on Investment Competitive Advantage 51

Clarabridge

FEBRUARY 23, 2017

It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. Who can apply? Intrigued? Serina holds a M.S.

Customer Experience 49

Customer Experience Hotels Airlines Social Media 49

Clarabridge

MARCH 1, 2017

Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Lisa holds a B.A.

Case Study 40

Case Study Customer Experience Professionals Customer Experience Management Course 40

Clarabridge

MARCH 1, 2017

Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Lisa holds a B.A.

Case Study 40

Case Study Customer Experience Professionals Customer Experience Management Course 40

Clarabridge

MARCH 1, 2017

Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. Discussions of case studies that show the strategic value of customer experience management. Lisa holds a B.A.

Case Study 40

Case Study Customer Experience Professionals Customer Experience Management Course 40

Clarabridge

JULY 20, 2017

Show us how you’re delivering state-of-the-art customer experiences! We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CXC) awards – Europe. Winners will be publicly celebrated at the Clarabridge C3 event on 10 and 11 October 2017 in London.

Customer Experience 40

Customer Experience Multi-Channel Hotels Social Media 40

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1.

Customer Experience 40

Customer Experience Self Service Return on Investment Competitive Advantage 40

Clarabridge

FEBRUARY 21, 2017

It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. Who can apply? Intrigued? Serina holds a M.S.

Customer Experience 40

Customer Experience Hotels Airlines Social Media 40

COPC

JULY 21, 2017

The 2017 Customer Experience Management Benchmark (CXMB) Series Consumer Edition report is in development and will be ready for publication on September 19, 2017. Online shoppers are nearly 25% more likely than in-person shoppers to recommend purchases to friends and family based on their shopping experience.

Report 40

Report Consumers Customer Experience Management Groups 40

COPC

FEBRUARY 8, 2018

The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on March 12, 2018, at Customer Response Summit Charleston , hosted by Execs In The Know. In addition to the report’s release, COPC Inc. For this, both COPC Inc.

Report 40

Report Consumers Customer Experience Management Brands 40

Clarabridge

MAY 2, 2017

More than 350 of the top CX professionals and inspirational thought-leaders from around the world have gathered at the iconic Fontainebleau Hotel to discuss the latest industry trends shaping Customer Experience Management (CEM) and Social Customer Service. Come back to our blog tomorrow for a recap of Day 2 at C3!

Omni-Channel 40

Omni-Channel Insurance CEM Touchpoint 40

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. I did my part this year to spread interest in analytics to more people.

Analytics 46

Analytics Data Competitive Advantage Social Media 46

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. I did my part this year to spread interest in analytics to more people.

Analytics 40

Analytics Data Competitive Advantage Social Media 40

Verint

OCTOBER 4, 2017

Verint is pleased to be a finalist in the 2017 Digital Innovation Awards by Ventana Research in the Customer Excellence category for Verint Digital Feedback Management. With these collective capabilities, organizations can listen, analyze and act on the VoC across digital, voice, text and social interactions.

Innovation 30

Innovation Feedback Technology Customer Engagement 30

CloudCherry

MARCH 12, 2018

Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The downside is that this effects growth and profitability.

Customer Journeys 170

Customer Journeys Customer Experience Touchpoint Analytics 170

CloudCherry

MARCH 12, 2018

Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The downside is that this effects growth and profitability.

Customer Journeys 170

Customer Journeys Customer Experience Touchpoint Analytics 170

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals.

Financial 186

Financial Measurement Leadership Resources 186

Truthlab

SEPTEMBER 19, 2017

The post Press Release: Truthlab Unveils CXM Solutions for B2B Companies appeared first on truthlab.

B2B 63

B2B Company Customer Experience Management Customer relationships 63

Thematic

JULY 21, 2023

Thematic also helps product managers, customer experience managers, product operations and researchers find answers in feedback that help them make data-driven decisions. How does your customer experience management software stand out from the others on the market? Was it worth it?

Analytics 62

Analytics Feedback Net Promoter Score Chatbots 62

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals.

Financial 150

Financial Measurement Leadership Resources 150

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals.

Financial 150

Financial Measurement Leadership Resources 150

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. and Execs In The Know.

Consumers 40

Consumers Multi-Channel Survey Customer Care 40

COPC

FEBRUARY 2, 2017

Featured Event: February 6 – 8, 2017. Customer Response Summit Las Vegas . will be participating at the the Customer Response Summit, an exclusive three-day event for customer experience executives hosted by Execs In The Know. Future Events: February 23, 2017. March 1, 2017. At the event, COPC Inc.

Banking 40

Banking Customer Experience Management Consumers Survey 40

Eptica

APRIL 12, 2017

Date: Wednesday, April 12, 2017 Shaping the future of customer experience. Published on: April 12, 2017. Author: Olivier Njamfa Given its importance to the bottom line, customer experience is high on the priority list of CEOs, CMOs and CIOs alike.

Customer Experience 55

Customer Experience Retail Contact Center Customers 55

COPC

MAY 11, 2017

Featured Event: May 22-25, 2017. will be speaking at CX17, a Genesys-sponsored event that includes four days keynotes, breakouts sessions, networking events, and opportunities to talk with product experts, peers and thought leaders in the customer experience industry. This customer experience research, produced by COPC Inc.

Contact Center 40

Contact Center Call Center Omni-Channel Analytics 40

BirdEye

NOVEMBER 14, 2022

Verizon acquired Yahoo in 2017 and merged it with AOL. appeared first on Birdeye Customer Experience Management. Yahoo’s name is an acronym for “Yet Another Hierarchical Officious Oracle.”. Today, Yahoo operates as one company under Verizon Communications’ holding corporation, Oath Inc. Yahoo users.

Tools 98

Tools Metrics Management Marketing 98

Alliance by IFS

JANUARY 10, 2019

Now, let’s tackle some adoption rates among field service organizations: Gartner predicts that by 2020 , 10% of emergency field service work will be both triaged and scheduled by artificial intelligence , up from less than 1% in 2017.

Management 94

Management Employee Engagement Contact Center Technology 94

Confirmit

FEBRUARY 14, 2018

In this webinar, Phil Durand, Director, Customer Experience Management, Confirmit, took our thinking a step further. And if your goal is to drive competitive advantage, that isn’t good enough. He shared best practices in the context of common challenges and suggest practical ways to overcome them.

Competitive Advantage 40

Competitive Advantage Case Study Study Customer Experience Management 40

Confirmit

DECEMBER 14, 2016

Customer experience has hit the mainstream and with 2017 just around the corner, it’s time to start thinking about what the next developments will be for CX professionals. identified some of the future trends that will drive these best practices forward in 2017 and beyond.

Analytics 40

Analytics Trends Innovation Customer Experience Management 40

ijgolding

JANUARY 17, 2017

To create a customer centric culture, it is critical that a business is able to introduce and embed some rigor and structure into the way it goes about managing the customer experience. I look forward to writing about the next five tips in 2017.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

COPC

MARCH 31, 2017

Featured Event: May 22-25, 2017. will be speaking at CX17, a Genesys-sponsored event that includes four days keynotes, breakouts sessions, networking events, and opportunities to talk with product experts, peers and thought leaders in the customer experience industry. This customer experience research, produced by COPC Inc.

Customer Journeys 40

Customer Journeys Customer Experience Management Consumers Industry 40

Strativity

APRIL 10, 2018

Steven has a career in customer experience, most recently serving as Director of Customer Experience at ttec Digital. He was Director of Customer Experience at Ericsson and spent 8 years as Head of Consulting and Research at Beyond Philosophy. Sue: What are the global trends for customer experience?

Omni-Channel 65

Omni-Channel Culture Automotive B2C 65

CloudCherry

MARCH 19, 2019

In their 2017 report “Drive Business Growth with Great Customer Experience” their models demonstrate “revenue potential clearly increases with higher CX Index scores.”. Connecting these numbers to CX improvements is the tough part. Reduce Costs. A stronger CEM program can reduce unnecessary costs for the business.

Financial 218

Financial Metrics Customer Journeys NPS 218

COPC

OCTOBER 25, 2017

Although companies would serve themselves well to conduct custom research specific to their customers and segment, there is no shortage of existing CX-related research. One example of such research is the Customer Experience Management Benchmark (CXMB) Series, an ongoing joint research project between COPC Inc.

Customer Centricity 40

Customer Centricity Strategy Groups Survey 40

ClearAction

FEBRUARY 4, 2020

Expecting growth through CX-related programs, departments and tech is actually creating havoc in customer experience momentum. Here’s what’s happening: CX quality plateaus in 2017, 2018 and 2019 : Numerous studies report lackluster progress — by brand and by industry. Reward Proactive Customer Experience Management.

Customer Experience 62

Customer Experience Metrics Analysis Insurance 62

Clarabridge

DECEMBER 21, 2016

The Clarabridge CX Suite is the full collection of customer experience management (CEM) solutions offered by Clarabridge. That’s because we understand that customer data from every source is important for understanding the full customer journey. Manager of Content Marketing at Clarabridge. Explore CX Social.

CEM 40

CEM Omni-Channel Social Media Analytics 40